David Shiba handles 70.6% of all inbound chats and is the only operator transferring qualified leads to the sales team. Bill Dorn is the only salesperson regularly logged into the chat queue and picking up chats directly. The transfers shown below are how the remaining reps receive chat-sourced leads.
| Operator | Chats Picked Up | % of Pickups | Total Chats Attended |
|---|---|---|---|
| David Shiba (triage) | 214 | 70.6% | 286 |
| Bill Dorn | 75 | 24.8% | 75 |
| Mark Larson | 8 | 2.6% | 21 |
| Bill Klaus | 6 | 2.0% | 12 |
| John Rodriguez | 0 | 0.0% | 9 |
| Chris Hamilton | 0 | 0.0% | 3 |
| TOTAL | 303 | 100.0% | 406 † |
* Chats Picked Up = operator who first accepted the incoming chat
† Total Chats Attended = all chats an operator participated in (picked up + transferred in); sum exceeds 303 because transfers involve two operators
| Sales Rep | Transfers Received from David |
|---|---|
| Mark Larson | 10 |
| John Rodriguez | 9 |
| Bill Klaus | 6 |
| Chris Hamilton | 3 |
| Bill Dorn | 0 (picks up directly) |
| Total transfers out | 28 |
* Yellow = reps who depend entirely on David's transfers for chat leads
| Sales Rep | Total Opps | % of Total | Closed Won | Proposal 50 | Qualifying | Closed Lost |
|---|---|---|---|---|---|---|
| Bill Dorn | 9 | 33.3% | 5 | 1 | 2 | 0 |
| Mark Larson | 6 | 22.2% | 1 | 4 | 1 | 0 |
| John Rodriguez | 6 | 22.2% | 2 | 4 | 0 | 0 |
| Bill Klaus | 4 | 14.8% | 1 | 0 | 2 | 1 |
| Chris Hamilton | 2 | 7.4% | 0 | 2 | 0 | 0 |
| TOTAL | 27 | 100% | 9 of 10 won | 11 | 5 | 1 |
* Bill Dorn accounts for 5 of 10 total Closed Won deals (50%) despite receiving the same chat lead redistribution as other reps — he picks up leads directly from the queue in addition.